Service Policy — Maison Seoul

At Maison Seoul, we are committed to providing a smooth, reliable, and premium shopping experience. This Service Policy explains how we handle customer support, order assistance, and general service expectations.

1. Customer Support

Our customer support team is available to assist you with any questions or concerns regarding your order.

Contact us at:
maison-seoul@outlook.com

We aim to respond within 24–48 business hours (Monday–Friday, excluding holidays).

2. Order Support

We can assist you with:

• Order status updates
• Shipping information
• Address changes (only within 12 hours of purchase)
• Product inquiries
• Return and refund requests

Once an order has been processed or shipped, we may no longer be able to make changes.

3. Shipping Assistance

If your order is delayed or not yet delivered:

• Please check your tracking information first
• Allow additional time during peak seasons or international shipping delays
• If your order is significantly delayed, contact us for assistance

We will do our best to investigate and support you with the carrier.

4. Lost or Missing Packages

If your package appears lost or missing:

• First confirm the shipping address provided at checkout
• Check with your local carrier or neighbors
• Contact us if no updates are available for an extended period

We are not responsible for packages marked as “delivered” by the carrier, but we will always assist you in finding a solution.

5. Damaged Items

If your order arrives damaged or defective:

• Contact us within 48 hours of delivery
• Include clear photos of the product and packaging
• We will evaluate and offer a replacement or refund where applicable

6. Response Times

We aim to provide fast and efficient support:

• Standard inquiries: 24–48 hours
• High volume periods: up to 72 hours
• Weekends & holidays: delayed response times possible

We always respond in order of priority and urgency.

7. Customer Experience Commitment

We believe in quality over everything. Our goal is to ensure every Maison Seoul customer feels supported, respected, and confident in their purchase.

If something isn’t right, we will always try to find a fair solution.

8. Contact Information

For all support requests:

Maison Seoul Customer Service
maison-seoul@outlook.com